Call log (CDR)
The call log (CDR) is the shared history of every call on the portal. A manager and an operator use it for control: which calls happened, what went unanswered, how long conversations lasted, and when they took place.
The log is available to users with access to telephony. Setting up telephony is covered in Telephony. Open the log directly at /telephony/cdr from the CRM telephony area.
The shell locale is not proof that CDR is fully localized: the current frontend
inherits the Russian telephony dictionary for kk and ky, including headings,
statuses, and errors. Keep CDR frames for those locales planned/source-gated until
native dictionaries and same-locale review pass. from/to numbers are rendered
directly, so training and evidence must use masked synthetic numbers only—never
real phone numbers, recordings, or identifiers.
What the log shows
Each row of the log is one call. The table shows:
| Column | What it shows |
|---|---|
| Direction | incoming or outgoing call. Internal calls are not included in this list. |
| Caller | the number of the calling party. |
| Callee | the number of the called party. |
| Status | the call state: ringing, answered, completed, missed, or failed. |
| Duration | the length of the conversation in the numeric m:ss format (for example, 1:15). |
| Date | the date and time the call started, in your locale format. |
Missed and failed calls
Missed and failed calls are highlighted separately in the log — as an alert status, not plain text. This helps you quickly find calls that went unanswered or didn't connect because of a link problem.
For a manager this is the first control signal: a missed client call is a potentially lost inquiry. Handle such calls separately, instead of scrolling through the whole list one row after another.
Where to listen to the recording
The call log shows a list of calls but does not play a recording inside the table and does not show which deal or inquiry a row belongs to. It also cannot open a chat, timeline, or recording. If the context is already known from another permitted workflow, open it separately and check there whether a recording exists; CDR itself cannot confirm it.
How to read the log
The log shows calls in pages of 50 records. Back and Next become enabled only when there is a page to open. For review it is convenient to move from recent calls to older ones and to focus first on missed and failed ones. If a saved page cursor is stale, the portal resets the list to the first page; after a temporary loading error, select Retry.
If the log is temporarily unavailable or shows an access error, this is usually a matter of rights or a temporary service outage — check with the administrator rather than assuming there were no calls.
Good practices
- Handle missed and failed calls first — these are potentially lost clients.
- Cross-check important calls against a separately known CRM context: CDR does not show or locate an owner, linked deal, or recording.
- Use the log as a source of control, not as a replacement for working in deals: the decision is still recorded in the client card.
Common mistakes
- Looking for a recording, owner, or deal in the log: the current CDR does not show them.
- Scrolling through the whole list instead of going straight to missed and failed calls.
- Treating an empty or unavailable log as proof that there were no calls, when it may be about access rights.
Related pages